The Key Account Manager (KAM) covers North Asia and South-East Asia scope and is responsible to drive growth and maximize retention of a portfolio of accounts.  The Key Account Manager creates demand, identifies new opportunities within their portfolio, and sells creative solutions aligned to the customer needs.  As the primary point of accountability, the Key Account Manager is responsible for customer advocacy, driving continuous improvement and collaborating to deliver on customer commitments across multiple teams and geographies. Key Account Managers utilize their broad understanding of C.H. Robinson’s (CHR’s) industry leading modes/services/products, technology, and business process to retain and grow customers within their portfolio through the sale of diverse products and services.

Responsibilities:

Business Development:

Accountable to elevate and expand credible relationships across functional departments within the customer supply chain

Leverages network SME’s to collaborate on the solution and pipeline development of product, mode, or service line opportunities  

Expands market share by driving an active opportunity pipeline and qualification process in CRM, and when applicable collaborate with additional resources to identify and drive market share expansion

Conducts regular business reviews, leveraging internal data and market intelligence to gain customer insights, and understand positive and negative trends in data, to uncover new opportunities for growth, increase sales, and retain and grow the business by presenting strategic solutions to customers

Uses strategic negotiation and sales strategies at the management and director level in discussing complex pricing and selling solutions with customers

Analyzes and shares customer specific data, requirements and expectations with internal resources in order to collaboratively create viable supply chain solutions for customers

Can confidently and effectively represents our digital solutions through a deep understanding of how to apply technology and analytics to customer strategy

Applies multi-faceted knowledge of market intelligence, customer information and internal data/intelligence to identify new opportunities, provide customers with business insights, and improve customer outcomes

Owns account strategy including RFP, proposal, and award management through a clear understanding of customer buying habits and CHRs position within the customer’s supply chain

Proactively manages customer pricing strategy by leveraging internal tech, tools and SMEs

Consistently pursues personal development opportunities to expand understanding of Robinson’s modes/services/products and technology

Customer Experience:

Manages conflict and navigates difficult conversations with the customer, using tact and diplomacy

Acts as an advocate for customers, internally conveying their customer-specific needs across the organization, to ensure proper alignment and prioritization of resources

Targets and manages road map toward continuous improvement for their customers working directly with the account team to ensure exceptional service is delivered to C.H. Robinson customers

Collaborates and actively communicates with partners on the capacity/product/supply team to identify strategic solutions for complex issues

Engages internal leadership team members to ensure alignment, resource prioritization and participation in account strategy

Partners with operations and capacity/product/supply teams to ensure optimal execution through the use of SOPs, best in class business processes, and mutually agreed upon customer KPI’s

Partners with sales team to provide holistic plan for transition of customer accounts, define expectations and timelines, seek opportunities to leverage automation and set plans for execution

Accountable to customer feedback, inclusive but not limited to NPS survey corrective response action planning

Financial Accountability and Process Efficiency:

Proactive review of financial results, volume, and service performance reports and to monitor and drive account health 

Identifies and implements solutions to champion process improvement and cost avoidance for customer

Understands negotiated payment terms and ensures AR processes are adhered to

Regularly reviews AR dashboard and ensures timely action is taken with customers

Other duties or responsibilities as assigned according to the team and/or country specific requirements

Required Qualifications:

Bachelor’s degree from an accredited college or university

Minimum 4 years of experience in sales and/or account management

Ability to travel up to 30% (domestically and internationally)

Fluent in English (written and verbal)

Preferred Qualifications:

Supply chain knowledge

Proficient in Microsoft Office Suite of Programs

Demonstrates and drives a data driven approach

Demonstrated influencing, negotiation, collaboration, communication and presentation skills

Proven track record of delivering measurable financial results through sales or account management solutions

Values a diverse and inclusive work environment

Equal Opportunity and Affirmative Action Employer

C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams.  We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Your Health, Wealth and Self
Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide additional company benefits plan that matter to you most, including life and medical insurance/ Critical illness, accident death and disability Insurance, Paid time off (PTO), Paid Sick Leave, Holiday Allowance and among others, the opportunity to prosper in a Fortune 500 company.